Our service standards
Our promise to you
At British Airways Pensions Services Ltd we strive to provide an excellent service. We have agreed with the Trustees turn-around times for each type of work that we carry out and we aim to carry out our work accurately and in a courteous manner.
If we let you down
If at any time you feel we have not met the standards you would expect, please let us know as soon as possible so that we can try to resolve the matter. You might like to write to our Head of Technical Pensions & Operations who will help you.
If your complaint has not been resolved to your satisfaction you may make a formal complaint under the Internal Disputes Resolution (IDR). We can send you a copy of the document explaining the IDR procedure. Please email or call us to request a copy. Briefly, the procedure has two stages:
- At the first stage your complaint is reviewed by British Airways Pensions Services Ltd's Head of Secretariat
- If you are not satisfied with the decision you can appeal and your complaint will be reviewed by the Trustees.
If you are still dissatisfied with the outcome you can take your complaint to The Pensions Ombudsman. The Pensions Ombudsman will usually only investigate a complaint after it has been through both stages of IDR.
Another organisation, The Pensions Advisory Service (TPAS), will help you construct your complaint (at any stage of the process) and provide you with free, independent advice on pension matters.
You can contact the Head of Technical Pensions & Operations, the Head of Secretariat of British Airways Pensions Services Ltd or the Trustees at the following address:
British Airways Pensions
Whitelocke House
2-4 Lampton Road
Hounslow
Middlesex
TW3 1HUTel: 020 8538 2100